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duncanmccue
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Replacement of V6 1TB Box

I an a Virgin customer with a TV, Broadband and Phone VIP contect. 

I contacted Virgin Media via text chat because my Virgin TV V6 1TB box was faulty. The Adviser I eventually chatted with agreed to send me a replacement Virgin TV box which I have recently received. I have successfully set up my replacement box but note that it is only a Samsung Tivo 500gb box. Why have I been given a sub standard tv box replacement with only half the storage capacity of my last box. 

I can supply the full details of each box if required

How do I speak to a Virgin Customer Service Adviser to obtain a like for like replacement? There is no diect method of doing this.

Your assistance would be appreciated.

 

 

 

 

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japitts
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Re: Replacement of V6 1TB Box

There have been some issues with localised stocks of V6 boxes in some areas, I wouldn't bet against this being the reason - in which case being issued a TiVo is considered better than nothing as a temporary measure.

The method of following this up is usually to call into Virgin C/S by the usual number - 150 from a VM phone, or 0345 4541111 from any other phone.

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duncanmccue
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Re: Replacement of V6 1TB Box

Thanks for the advice. I've tried contacting Virgin Customer service via 150 or theirt contact phone numbwer but just keep being referred back to their website. 

How do I speak to an Adviser - by phone or text??

 

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japitts
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Re: Replacement of V6 1TB Box

Indeed, the IVR tries to discourage you from queuing by offering inducements. Press this to go online, press something else for self-service or to "go online".

Ignore these suggestions and don't press anything. Stay on the line and the queue should be next.

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duncanmccue
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Re: Replacement of V6 1TB Box

Thanks japitts. I'll try that approach and get back in touch if it doesn't work

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duncanmccue
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Re: Replacement of V6 1TB Box

Thanks again Jaypitts. As advised rang 150 and stayed online without hitting any option buttons - after about 10 minutes passed straight throuygh to an Adviser. Unfortunately she was unable to help resolve my issue so forwarded my call onto the Technical Team. After a long 55 minutes the call was answered by the Team and I had my problem resolved within 5 minutes. They're sending me a new V6 1TB Box by post which I will set up. 

Thanks again for your help.

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